Miracle Workers Agency Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us that they were treated with kindness and compassion. One person said, “Staff are very kind.” Another person said, “All of the staff I have had have been wonderful.” All staff had training on equality, diversity and human rights and understood their role in promoting dignity and respect.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care assessments detailed people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care and support was planned around their preferences and choices. One relative said, “The carers that we have had looking after my [relative] know that they love walking and will take them out socialising for coffee or a meal if that is what they want to do.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, and support. One relative told us, “The carers understand that my [relative] has badly arthritic hands, but they don’t step in and do everything for [relative], they encourage [relative] to be independent and step in to support if necessary. [Relative] appreciates that.” Staff we spoke with told us about having patience and time to maintain people’s independence as much as possible.

The provider listened to and understood people’s needs, views and wishes. Staff responded to when people needed additional support. One relative said, “There have been times when [Person] has needed the GP as they have appeared unwell. Staff are straight on it and support appointments when needed.” There were systems to ensure care plans remained relevant and were updated to reflect any changes.

Although technically staff were self employed by having individual contracts with the people they were supporting, training, support and supervision was managed by the provider. Staff told us they were well supported and had access to training that was relevant to their roles. All staff had copies of the provider’s policies and procedures, as well as the expectations of the quality of care and support they were providing. All staff we spoke with were positive about their experiences of the provider and management team.